Management Representative - Communicate with customers and other interested parties

[virajs]

Dear friends

I am actually scanning the ISO9004:2000 so as to identify how the items under the said ISO will impact on my QMS.


Grateful if anyone can elaborate on (the bold font): clause 5.5.2 Management Representative :

"The representative should report to top management and communicate with customers and other interested parties on matters pertaining to the quality management system."

What management representative has to "communicate with customers and other interested parties on matters pertaining to the quality management system"

Thanking you in advance

rgds
viraj​

 

[Chennaiite]

Re: Management Representative

What management representative has to "communicate with customers and other interested parties on matters pertaining to the quality management system"​

Thanking you in advance​

rgds
viraj​

Viraj,

A Management Representative is accountable for the QMS of the Organization. Hence, he is the one to communicate on 'matters' pertaining to QMS. 'Matters' can include any information like Certification body, Validity of the Certificate, Latest Surveillance audit result, NC, etc. It can also include the responsibilities such as fixing audit dates, closing NC and other open points, giving feedback on closure, etc.
'Interested Parties' can include Certification Body, Quality Consultant, etc
Hope it helps.
Thanks.

 

[virajs]

Re: Management Representative

thanks for your prompt reply Chennaite


I want to know what info or thing that the Management Representative is going to communicate to customers according to above.

 

[Colin]

Re: Management Representative

New/potential customers may need to understand about your quality culture, your approach to achieving quality, your management system, certifications etc. They usually want a focal point which they can contact to gather this information.

Also, once you are supplying to a customer, they may have need to contact you regarding quality issues - good or bad. They may need to seek data which you produce to verify how a batch was produced for example or project details.

Of course, if you are certificated, someone needs to communicate with the CB/registrar to make arrangements for visits, to coordinate corrective actions and to facilitate their visits.

 

[bio_subbu]

Re: Management Representative - Communicate with customers and other interested parti

Dear friends

I am actually scanning the ISO9004:2000 so as to identify how the items under the said ISO will impact on my QMS.


Grateful if anyone can elaborate on (the bold font): clause 5.5.2 Management Representative :

"The representative should report to top management and communicate with customers and other interested parties on matters pertaining to the quality management system."

What management representative has to "communicate with customers and other interested parties on matters pertaining to the quality management system"

Thanking you in advance

rgds
viraj​

Dear Viraj

The management responsibility for understanding and satisfying the needs and expectations of the organization’s present and potential customers and end-users, including both their current and future needs and expectations. Also understanding and considering the needs of the organization’s other interested parties, interested parties other than customers and end-users. The Management representative is the person responsible for communicating their needs to top management as well as interested parties which pertaining to the quality management system. These needs are identified below

1. The organization’s employees:

Management should identify the needs and expectations of the organization’s employees for purposes of recognition, work satisfaction, and personal development.

2. The organization investors and shareholders:

To satisfy the needs and expectations of its investors and shareholders, top management should consider the organization’s financial results.

3. The organization’s suppliers and partners:

Management should consider developing partnerships with the organization’s suppliers.

4. The organization’s community and society:

Management should consider the impact of the organization’s activities on the public’s health and safety.

Thanks and regards
S. Subramaniam

 

[JaneB]

Re: Management Representative - Communicate with customers and other interested parti

Viraj,

My response would be: whatever the particular interested party asks about or needs information on.

I know that sounds confusing - can I suggest another way of thinking about it? And that is the purpose of such a role - by putting in the requirement for someone to do this, it's a way of making sure that there is someone in the organisation who has this role (even though the title may vary).

Without it, outsiders can be in a position of not knowing who to ask for when they have questions, and going round in circles trying to find out who knows what.

Now, it doesn't necessarily mean that the person in the role is the ONLY person who communicates, or that s/he does all the work, at all. Their role may be to act as an intermediary, or pass information to and fro between the interested party and the right person/team within their organisation, for example.

 

[virajs]

Re: Management Representative - Communicate with customers and other interested parti

Thanks Colin, Subramaniam and Jane for your assistance

According to your comments, 'Management Representative communicate with customers and other interested parties...' refers that the Managememnt Representative (MR) should act as an intermediary between the organisation and customers & interested parties in the facilitation of info from and to the organisation.

I have one more question my dear friends: how will customers and interested parties recognised about the presence of MR in the organisation and why they should communicate to him/her? Should same be documented in our Quality Manual or procedure manual?


rgds
viraj

 

[Colin]

Re: Management Representative - Communicate with customers and other interested parti

Whilst not a requirement of the standard, I think the quality manual is a good place to put it.

 

[Sam4Quality]

Re: Management Representative - Communicate with customers and other interested parti

Originally Posted by virajs

Thanks Colin, Subramaniam and Jane for your assistance

According to your comments, 'Management Representative communicate with customers and other interested parties...' refers that the Managememnt Representative (MR) should act as an intermediary between the organisation and customers & interested parties in the facilitation of info from and to the organisation.

I have one more question my dear friends: how will customers and interested parties recognised about the presence of MR in the organisation and why they should communicate to him/her? Should same be documented in our Quality Manual or procedure manual?


rgds
viraj

Hi Viraj:

Firstly, the liaison of the MR with any external party is NOT mandatory. It is a Note in 5.5.2 and says clearly "The responsibility of a management representative can include liaison with external parties.....", which means if and only if the situation calls for it. External parties may include clients, customers, visitors, suppliers, students etc.

Eg., During project tendering phase, the clients specifically ask for the tenderee's quality policy, quality manual, certain project management procedures etc, for which the MR may liaise with them.

MR may also liaise with his/her company suppliers for issues related to the quality management system, both of the MR's company as well as of the supplier.

MR may be the point of contact for orientation to school/university students on the quality management system.

Q1: how will customers and interested parties recognised about the presence of MR in the organisation and why they should communicate to him/her?
A1: If the customers and interested parties begin to talk about the QMS, quality and the likes, they will be guided to the right person and that would be the MR or the Quality Manager, whatever the designation. Communication is NOT mandatory, only if required related to the QMS.

Q2: Should same be documented in our Quality Manual or procedure manual?
A2: You may include it in the Quality manual and/or procedure, although it is not mandatory.

I hope this helps.

Ciao.

 

[virajs]

Re: Management Representative - Communicate with customers and other interested parti

Thanks Colin

rgds
Viraj